Flagging articles with the Knowledge Capture app (Guide Professional and Enterprise)

On Guide Professional and Enterprise, agents can use the Knowledge Capture app in the Support agent interface to add feedback to flag existing articles. If a ticket reveals missing or incorrect information in an article, an agent can add a comment near the relevant text describing the needed change to flag the article for an update.

When an agent submits feedback for an article, a ticket is created. The ticket includes:

Note: You must open the ticket directly. You cannot use the Knowledge Capture app when you select a ticket in a view and click the Edit ticket(s) button.

Click an article title in the search results in the app to open the article in a preview window.

You might need to search first if you don't see the article you want to flag.

Hover over the text that needs an update, then click the comment icon that appears beside the text.

A comment field appears.

Enter your feedback in the comment field.

If you need to remove your comment, click the X beside the comment field.

Add comments to other sections, as needed.

Click Send feedback.

You will not see the feedback button until you have entered at least one comment.

When you submit feedback, a new ticket is created. The link to the ticket appears at the top of the feedback window.

The resulting flagged ticket has the tag knowledge_capture_flagged_article. You can use the tag to create views, macros, and business rules.

The resulting flagged ticket contains a link to the original ticket where it was flagged, if the article was flagged from an existing ticket. If the article was flagged from a new ticket, that had not been submitted yet, the resulting flagged ticket will not have a link to the original ticket because the new ticket did not have a ticket number at the time.

Anyone who has access to the flagged ticket (the ticket created after an agent flags an article) can see the comments--a copy of the article and the comments appear in the ticket. That's the only place the article comments are visible.

When an agent flags an article, they choose where to place the comment. So it can be for a specific section (as opposed to the entire article). And agents can add multiple comments.

Currently, a [Flagged] ticket will automatically select the Brand the Article was associated with. Is there a way for this [Flagged] ticket to also recognize the Section the Article came from?

The problem we're looking to solve is that within a Brand, we have multiple Sections. Each Section has it's own specialist that we want to review those Flagged tickets. To make life easier for these specialists, we're looking for ways to sort Flagged tickets in a more granular fashion than just by Brand.

I really like the potential of this feature. Are you developing this further? I would like if you could select the actual text you would like to add comments to (like in Google Docs). Right now it handles point lists a bit weird. Sometimes it selects a single point, sometimes it selects the entire list.